Returns & Withdrawal

Buying an original artwork is a considered decision. We want you to be happy with what arrives. If something is not right, this page explains what you can do.

1. Your 14-day right of withdrawal (EU/CH consumer buyers)

If you bought the work as a consumer and you reside in the EU, EEA or Switzerland, you have 14 calendar days from the day after delivery to withdraw from the contract without giving a reason.

To exercise the right of withdrawal, send an unambiguous statement to info@openwallsgallery.com (subject: “Withdrawal — order #...”). The deadline is met if you send your statement before the 14-day period has expired. You then have a further 14 days to ship the work back at your cost, packed at least as carefully as we shipped it to you.

2. Works that cannot be returned

The withdrawal right does not apply, under Art. 16 of Directive 2011/83/EU, to:

• Artworks made or personalised to your specifications (e.g. custom dimensions, custom framing).
• Limited-edition prints whose seal or packaging has been opened or whose certificate of authenticity has been detached or annotated.
• Works sold at public auction, where applicable.

Standard catalogued artworks not falling in the above categories are returnable under the 14-day right.

3. Damage in transit

Inspect the parcel on delivery. If outer damage is visible, please refuse the parcel or accept it “under reserve” with the carrier. Photograph the packaging and the work, then write to info@openwallsgallery.com within 7 days. We’ll handle the insurance claim with the carrier and either replace the work (if part of a limited edition with stock remaining) or refund you in full, including original shipping.

4. How a refund is processed

We refund within 14 days of receiving the returned work or, if earlier, evidence that you have shipped it back, using the same payment method you originally used. Original shipping costs are refunded for valid withdrawals. Return shipping is at your charge, unless the return is due to a defect or our error, in which case we cover it.

5. Condition of the returned work

You are only liable for any diminished value of the artwork resulting from handling beyond what is necessary to establish its nature, characteristics and functioning. In practical terms: unpack carefully, look at the work, repack it identically. Removing labels, signatures, certificates or using the work in a way that affects its condition reduces the refundable amount, up to the full purchase price for severely damaged returns.

6. Shipping back

Before shipping, please email us so we can confirm the return address and any export-related paperwork (CITES, cultural-goods exit clearance) that may be required for your country. Returns shipped without prior notice may be refused.

7. Outside the EU/CH

Statutory withdrawal rights only apply to consumer buyers in the EU, EEA and Switzerland. Buyers elsewhere may still return a work by agreement; please write to info@openwallsgallery.com and we will make every reasonable effort to find a satisfactory solution.

8. Contact

One mailbox for everything return-related: info@openwallsgallery.com. We typically respond within one business day.